Improving Patient behavioral Consent through Different Service Quality Dimensions: Assessing the Mediating Role of Patient Satisfaction

Arif Jameel, Muhammad Asif, Abid Hussain, Jinsoo Hwang, Mussawar Hussain Bukhari, Sidra Mubeen and Insin Kim
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Arif Jameel: School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China
Muhammad Asif: School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China
Abid Hussain: School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China
Jinsoo Hwang: The College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, Korea
Mussawar Hussain Bukhari: Department of Political science, The Islamia University of Bahawalpur, Bahawalpur 63100, Pakistan
Sidra Mubeen: Government College University, Faisalabad 38000, Pakistan
Insin Kim: Department of Tourism and Convention, Pusan National University, Busan 43241, Korea

IJERPH, 2019, vol. 16, issue 23, 1-13

Abstract: This study aimed to examine the impact of the five-dimensional health care service quality (SQ) on patient behavioral consent (PBC). This study further explored the mediating role of patient satisfaction (PS) on the SQ–PBC relationship. A survey questionnaire was used to collect the data from public sector hospitals situated in Bahawalpur division, Punjab, Pakistan. We used confirmatory factor analysis (CFA) and structural equation modeling (SEM) to test the hypotheses. This study found positive and significant relationships between SQ and PBC, SQ and PS, and PS and PBC. Our results further revealed that PS partially mediates the relationship between SQ and PBC. Our study offers a comprehensive theoretical framework of several service quality attributes (SQs) affecting patient behavioral consent (PBC) and patient satisfaction (PS) in health care institutions. Testing these above relationships via a mediation approach is novel and contributed to the current study on service quality.

Keywords: service quality; patient behavioral consent; patient satisfaction; SEM; public sector hospitals; Pakistan (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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